Business Profile

Electronics and Technology

Razer USA Ltd

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Razer USA Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

328 total complaints in the last 3 years.
84 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/14/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 08/14/24, while using my Razer Core X with a Radeon 6750 XT, that I purchased on 04/07/24, my program crashed, stating that the e*** has been disconnected. I have tried all of Razer's support instructions regarding this matter; however, nothing has worked. I have checked if the *** was the issue, but that is not the case as the *** will not power on or perform any actions. I have tried a different *** with the logic board that is within the case, but that ALSO will not perform any actions. I have tried to contact Razer support twice with this problem but they have abandoned this product and have the product sparingly available on the website. Either my *** or logic board has died; however, Razer has offered no support for the product and when trying to access the chat option the button is greyed out. Serial Number: ***************
Business Response
Date: 08/15/2024
In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer contact tech support by going to this link: ***************************************************************
Initial Complaint
Date:08/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a Razer Kraken X in February and within four months the headset began to separate around the ear pieces. I tried contacting the customer support more than once since I'm still in warranty and mentioned to customer service what I was going through with how quickly the headset separated. Representatives refused to help me and was constantly pushing me onto the seller from ****** can no longer contact due to ****** policies after 90 days. I mentioned that customer service helped other customers who complained on Reddit, so why did they refuse to help me through their ticket support? If you've helped others who had to make public complaints, why not honor the warranty for all customers?
Business Response
Date: 08/15/2024
Razer support has thoroughly reviewed the customer's concern. Unfortunately, the customer's unit was purchased from an unauthorized reseller. As per Razer's Limited Warranty: Products purchased from non authorized dealers are often used, counterfeit, re-boxed, defective or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements. Razer will not be able to honor a Limited Warranty on Products not purchased from an authorized dealer or ones that are outside the Limited Warranty period. If you have purchased the Product from an unauthorized dealer, all support and Limited Warranty issues should be directed to that dealer. Razer has these policies in place to protect both our valued customers and resellers. Furthermore, based on our records, the customer's provided serial number is already out of warranty.

Customer Answer
Date: 08/21/2024
And yet you've helped customers who complained on other platforms like Reddit. Your customer service also refused to help me and refused to listen when I told them I contact **** but couldn't due to how much time went by. You claimed you would assist if I couldn't contact the seller, and your company never honored your word
Business Response
Date: 08/27/2024
Unfortunately, the customer has purchased the unit from an unauthorized reseller. Products purchased from non authorized dealers are often used, counterfeit, re-boxed, defective or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements. Razer will not be able to honor a Limited Warranty on Products not purchased from an authorized dealer or ones that are outside the Limited Warranty period. If you have purchased the Product from an unauthorized dealer, all support and Limited Warranty issues should be directed to that dealer. Razer has these policies in place to protect both our valued customers and resellers.
Initial Complaint
Date:08/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a Rzaer Basilisk V3 Pro gaming mouse at ******** The mouse didnt work out of the box. I contacted Razer through chat to set up an advanced replacement, I was told there was a fee. I asked for it to be waived so the chat guy escalated it to see if it can be waived. They emailed me back saying I have to pay full purchase price to cover the advanced replacement. Thats not happening. One because I dont have the money because and secondly Im not paying that. I will go with a different brand before I pay that. All I asked them was to send me an advanced replacement along with a return label for the messed up one and Ill hand it over to the delivery driver when they bring the replacement. They wont even do that. The incident reference number for my case is 240809-000995. All I want is a replacement.
Business Response
Date: 08/12/2024
Razer support has already contacted the customer with regard to his concern. Given that the customer purchased his unit from ******** the customer has to option to return the unit to ******* for refund or replacement. If the customer wishes to have his device replaced, the customer has 2 options. A standard replacement or advance replacement.
Standard replacement: Ship your device to **********************. Once received, Razer will verify the device is free of physical damage and then test your device for manufacturing defects. Once verified, a replacement device will be shipped.

Advance Replacement: Razer will collect payment for the **** cost of your replacement device. Once paid, ********************** will ship your replacement unit. Once you receive the replacement unit, you will have 14-Days to return your defective unit. If you do not return your defective unit, Razer will consider this as your choice to keep both devices and no refund will be provided.
The replacement process has already been started for the customer to which we ask the customer to respond to complete the process.
Customer Answer
Date: 08/14/2024
I will not pay a payment for replacement when I can actually exchange it out with the delivery driver. No i will not return to store because I dont have a car. I may just hav to take this to court.
Business Response
Date: 08/15/2024
Razer support has reviewed the customer's concern. Upon reviewing the request, we would like to reiterate that our limited warranty covers specific situations as outlined in our policy. Unfortunately, the customer's request falls outside of the warranty coverage. While we would love to assist further, adhering to our warranty policies ensures that we treat all customers fairly and consistently.
Initial Complaint
Date:08/08/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 11th I started a chat with Razer support to resolve a defective product issue. The product is a Razer Blackshark V2 Pro headset that has already been replaced due to the same defect. Since this was a new replacement that had the same defect I wanted a different headset to be the replacement. Razer agreed with this and on July 16th at 2:42 AM after 6 days of emails they finally agreed to replace my headset with a non-defective one. I made the purchase the following day and received an invoice for a Kraken V3 Pro headset to be shipped to me. In addition to the invoice/receipt I also received multiple messages stating I would receive a Kraken v3 Pro. The product arrived on July 24th and I immediately let Razer know I was shipped the wrong product. I subsequently sent them four additional messages over the next 7 days explaining this, only to receive no response. I tried calling the phone number referenced in their emails and it rings twice and instantly disconnects. I then tried their general support phone number where I was hung up on twice, then had a third individual create a new ticket after I explained this was not what I wanted, I needed a supervisor to contact me due to the complexity of the issue. The person said I would receive a call back and created a new ticket. I did not receive a call after multiple attempts at sharing several hours to full days I was available for the call back. I received an email on the original ticket that I was told had been closed and could no longer be worked thru that I had not yet sent back the defective product and to let them know if I needed more time. I responded immediately that I did need more time and had already said this in multiple ways. They responded that it was fine and respond at my earliest convenience. On the new ticket I was told I would not be receiving a Kraken V3 pro (even though I paid for it) and that the Blackshark replacement was correct.
Business Response
Date: 08/13/2024
Razer support is already in contact with the customer via Case # ************* and we are currently working with customer on a resolution.
Initial Complaint
Date:08/05/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Razer agreed to repair my two PCs for 30 percent off, and I would, like to send them in regarding keyboard issues due to keys coming off and mouse pad issues on both PCs.
Business Response
Date: 08/05/2024
In order for us to fully support and resolve the customer's concern, we ask that the customer customer ********************** support. The customer may go to ******************************************* or Go to Razer.com and choose contact us at the bottom part of the page.
Customer Answer
Date: 08/07/2024
Ive talk to Razer through the BBB about this last time, and they sent out a label concerning the 30 percent off of repairs. Do you see this in your systems?
Business Response
Date: 08/13/2024
Unfortunately, we are unable to verify that a 30% discount was ever offered to the customer.
Initial Complaint
Date:07/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 30, 2022, at ************************************ NEX, I purchased a computer mouse from a company known as Razer **************** offers a 2 year warranty on their peripheral products. On July 11, 2024, the mouse spontaneously failed, and I began the process of attempting to get an RMA issued from Razer. The product had been registered; an easy replacement process since the device has no damage and simply stopped working within its warranty period. I contacted customer support and, through chat, discussed the issues and everything I had done to rectify the situation. I even offered to send the computer mouse to them for further evaluation at my cost. Over the course of 8 days, and 3 different representatives, the company refused to uphold their warranty, stating that the serial number showed that it was greater than two years old. I cited 5 USC Ch. 50: CONSUMER PRODUCT WARRANTIE, specifically Title 15, to explain that I was not looking for any financial compensation and was wanting the device to be replaced with a functional one. I offered several times to send them the mouse to ensure that the device did not fail due to negligence or malfeasance. I was fully under the impression through their advertising that the device was protected for two years from such a failure, and I believe that Razer *** is participating in warranty fraud as I have found several accounts of similar issues with this company and selling goods from military installations. Razer appears to be blatantly ignoring the ******** **** ********************************* Improvements Act and taking advantage of it's customers by not supporting their products for the advertised warranty period. They are selling these products in military installation stores without providing support for the devices and relying on service members to "just give up" and buy a new device because they do not have the time due to their deployment schedules to report this issue, which exacerbates the situation.
Business Response
Date: 07/30/2024
In order to facilitate replacement and for any Limited Warranty claim, a valid Proof of Purchase is required. A valid Proof of Purchase is defined as one of the following: A dated sales receipt from an authorized Razer Dealer or Reseller. The receipt must show the Product description and price. A dated official e-mail from an authorized on line Razer Dealer or Reseller confirming purchase and shipment of Product. The confirmation e-mail must show the Product description and price. An order number from the Razer.com web site. The customer has not provided any Proof of purchase so far. For more information, the customer may visit *********************************************.
Customer Answer
Date: 08/02/2024
Hello,
The ************************* Warranty Act (****) is a federal law that protects consumers by regulating warranties on consumer products. The ************************ is in charge of enforcing the 1975 Congress-passed law. The **** requires manufacturers and sellers to provide consumers with detailed information about warranty terms and conditions before and after a sale. This includes who is covered, what's covered, responsibilities of the warrantor and consumer, warranty expiration, and how to handle disputes. The **** has also defined that maintaining a paper receipt is only required in instances where the consumer is demanding a refund for a monetary amount. I have never requested any monetary compensation and, in fact, have offered to send the device in at my own cost in order to facilitate the replacement process. I have not requested any further consideration beyond the replacement of a failed device.
I have filed a corresponding FTC complaint with this BBB complaint, and I have filed a formal complaint with the ************************************* as I believe this constitutes a violation of the **** and warrants further investigation.
Other factors to consider that further exasperate the situation are that the device was purchased on a military installation from a vendor that does not keep electronic purchase records and who is notable for maintaining old stock before being able to ship to their store locations in remote locations. The serial number of the device being outside of the 2-year period means nothing; it only indicates the manufacture date and does not take into account the sale date. I have been clear about the sale date, and this has been consistent throughout my complaint and with the registration of the device.
The only acceptable resolution is the exchange of the defective product for an equivalent functional product.
Thank you,
*************************
Business Response
Date: 08/05/2024
We would like to reiterate our limited warranty policy stating that In order to facilitate replacement and for any Limited Warranty claim, a valid Proof of Purchase is required. A valid Proof of Purchase is defined as one of the following: A dated sales receipt from an authorized Razer Dealer or Reseller. The receipt must show the Product description and price. A dated official e-mail from an authorized on line Razer Dealer or Reseller confirming purchase and shipment of Product. The confirmation e-mail must show the Product description and price. An order number from the Razer.com web site. The customer has not provided any Proof of purchase so far. For more information, the customer may visit *********************************************. Furthermore, based on the customer's provided serial number, we are able to ascertain that customer's unit is already out of warranty.
Customer Answer
Date: 08/07/2024
Hello,
Thank you for your response. I would also re-iterate the following information: The vendor is a Naval Exchange located in ************, ******. The vendor does not maintain electronic records. The vendor also holds onto old inventory for long periods of time, meaning that the serial number is the date of manufacture, not the date of sale, which in this case would be much later. The vendor only allows military members and retired military members to shop there, and they do not publicly post prices. Your policy would require a person to maintain a paper receipt for up to two years, which is not required by law unless I am seeking a refund. I am not seeking a refund.
I would again implore you to consult the laws regarding proofs of purchase, as a paper receipt being required to prove purchase is only required if monetary compensation is being applied. I am not seeking monetary compensation. I am only seeking an exchange for a functional device.
What is amazing at this point is the amount of money being wasted fighting me over a simple mouse exchange. The litigation that is going to be necessary to respond to the *** and ************************* complaints will far outweigh the cost of a simple mouse exchange. Especially since I am willing to return the mouse at my own cost.
Please consult *** Report number: 175742620
If your company upholds the law and processes my exchange, I will drop all legal action.
Thank you,
******
Initial Complaint
Date:07/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been dealing with replacement parts for a Razer Iskur chair since April 2024. Every time I receive a replacement, it arrives broken and destroyed. The support team assures me that another replacement will be sent, but it too arrives broken.I contacted Razer's offices in ********** and was placed on a call with **************** I was told that I would be escalated to level 4 or 5 support either that same day or in the following days, but this never happened. When I called back, the *************** director screamed at me on the phone when I was simply updating her with my case.I am disabled and it takes me roughly 10 hours to assemble and disassemble the chair, as I only have the use of one hand. I informed the company of my situation, but it seems I have only been sent defective parts. When I ask for help, I am forwarded and told to wait days for a reply from a supervisor or manager.
Business Response
Date: 07/30/2024
Razer support in still ongoing with its investigation with regard to the customer's claim. ********************** support is currently in communication with the customer via case number *************.
Customer Answer
Date: 07/31/2024
The business has failed to fix my issues since April, and I will not be accepting their apology. I keep being told to wait ***** hours for help, and then I'm sent more broken replacement parts. I am told to send them photos and videos atleast once a week and I've been belittled and discriminated against as a disabled person
Business Response
Date: 08/06/2024
Razer support is currently investigating the issue to ensure that we find the best possible and most effective solution for the customer. ********************** support will update the customer via the Case # ************* to inform the customer of any significant development. The customer may reach through the provided case number to receive timely communication on regarding the customer's concern.
Initial Complaint
Date:07/21/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought 3 razor gold cards on best buy within 5 weeks. Out of the 3 cards, two were already redeemed. Best Buy will not refund and states to go to razor gold so I did. Took over a week to heat back. I showed receipts from the purchase in June 24. ********** said it had been redeemed and to call my police department. My police department thinks they are a joke. I purchased another one from best buy today 7/21/24. Also redeemed already so I am out $200 in one month. I contacted again and we will see what they say but I am tired of being robbed by these people. The company lacks integrity and I will tell everyone not to purchase razor gold cards!!!!!
Business Response
Date: 07/26/2024
Razer support has been in contact with the customer. We have provided information that his Razer Gold gift card was activated after customer purchased it. In our findings, the *** has been used after purchase. All transactions on the Razer Gold platform are final. All transactions made using Razer Gold are final and non-refundable. Razer support has also advised on next steps if customer feels that the ********************** Gold *** that was purchased had been used by someone else. Case # ******-000989 has also been provided to the customer.
Customer Answer
Date: 08/01/2024
they need a better solution. No one at best buy has correct contact information for razor gold. I did report through best buy and they dont get back to you. Both budinesses keep you going back and forth and someone has $200 of my money.
Business Response
Date: 08/02/2024
Razer support has provided with the necessary steps in order to resolve the customer's concern. Case # ************* was provided to the customer containing the actions needed to move forward with the investigation and resolution. We ask that the customer respond via the case to receive timely communication and resolution.
Initial Complaint
Date:07/20/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a laptop from Razer with a 3 year extended razer care service on 2022 Aug 29. Last month 2024 June 23 the laptop was 1) the graphics card spinning fast for no reason and got the laptop frozen 2) some times not able to be powered up. So I made a case to razercare, they created a case and claimed that they will send me a shipping label so I can send my laptop for repair. However, I never received the label, and I called the service for 5 times, everytime a different agent told me they will send the label to my email, and they sent a personal email to me to make sure that I can receive the email. However, several days later, I didn't receive the label, and when I tried to contact the agents, they simply didn't reply. I had to call them again, and they just repeat the same thing. I need the laptop to work!
Business Response
Date: 07/25/2024
Razer support has been in contact with the customer. Customer was provided with RMA and Prepaid Label to facilitate the repair for the customer's unit and resolve the customer's concern.
Customer Answer
Date: 07/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*****************
Initial Complaint
Date:07/15/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 10th, 2024 a Razer Gold Gift Card was purchased at Best Buy for $200. The gift card proved to be faulty, as it was missing 5 digits from the redeeming code. Best Buy could not refund or replace the card, and the issue was reported to gold.razer.com on the same day. The complaint Case #: 240712-002020 was created by *****, and the message suggested that I should hear from customer service in a day or two. It has now been 5 days with no further communication from Razer. The problem could have been easily sorted out with a phone call, but there is no customer service phone number available.All I want is either a refund of the fee paid, or a complete redemption code, so that I can use the card as intended.
Business Response
Date: 08/01/2024
In order to resolve the customer concern, ********************** support would need the customer to provide the following information to aid in its investigation.

Razer support would need the following information from the customer:

Screenshots of Proof of Purchase
Activation receipts
PIN card (front and back picture)

Once submitted to Razer support, we can proceed with assisting the customer furhter. We ask that the customer respond via the case number *************.

The customer may reach ********************** Gold support directly by going to *********************************************** and choosing Razer Gold Support.

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Razer USA Ltd is NOT a BBB Accredited Business.